About the role As our Senior IT Service Desk Analyst, you will report to the IT Service Desk Manager and provide 1st and 2nd line technical support to employees, guests and brands, assisting them with IT hardware and software problems. You will be the initial point of contact for technology problems, providing a high level of resolution at first contact. You will provide technical support, intervening in to manage complex cases, monitor the availability and health of critical business technology services and maintain a high degree of customer service for all support queries, ensuring service management principles are upheld across the Service Desk.
Key responsibilities The key responsibilities of this role will include some or all the following.
- Handle all inquiries to the Service Desk
- Conduct quality assurance checks as required
- Routinely monitor service using the software and hardware tools provided
- Ensure Service Desk adhere to the Service Desk code of conduct, processes and procedures
- Log all incidents & service requests accurately in the IT Service Management Tool.
- Undertake diagnosis, categorisation and prioritization of incidents, service requests and ticket escalations, perform first line resolution where possible.
- Escalate unresolved incidents to internal resolver or 3rd party supplier teams, and follow up to ensure timely resolution
- Manage major incidents and VIP requests throughout the entire life-cycle, keeping end customers informed of status and progress in line with the service level agreement (SLA)
- Review ticket queues to ensure Service Desk tickets are updated and resolved within the defined SLA, working with team to avoid SLA failures
- Create and maintain knowledge articles and other documentation/procedures and deliver staff training as required
- Coach and mentor other members of the team to consistently deliver a high level of customer service
- Support IT Service Desk Manager with routine tasks, including desk management, business reporting and communication, attending IT Operations meetings
- Perform other tasks as assigned by IT Service Delivery Manager
About You We are looking for an individual who can display the following experience and skills:
- ITIL V3 qualified to foundation level
- ITIL V3 qualified to intermediate level or a Microsoft Certified IT Professional are advantageous
- Minimum of 2 years’ experience of working in a Service Desk environment in first line support
- Experience in the followings:
o Microsoft based operating systems (emphasis on Windows 10 OS and Office 365)
o User & Security Group Active Directory administration
o Outlook 2016 within a network environment
o MAC OS related operating systems and related hardware
o Network, including WAN, LAN, VoIP (CISCO), Video and Audio conferencing
o LogMeIn or similar
o Android and iOS devices
- Some leadership experience would be desirable
- Awareness of Information Security, PCI and Data Protection processes
- Good knowledge of industry best practices and methodologies
- Strong in system administration of critical IT systems and troubleshooting skills
- Excellent international and communication skills with the ability to adapt communication styles of internal customers across levels and countries
- A problem solver who acts switftly and decisively with creativity
- Strong organisation and prioritization skills
- Able to work as a team and also work independently with minimal supervision
- High levels of personal energ , confident, driven and strong determination to succeed
- Flexible, approachable and customer oriented
- Demonstrate a ‘can do’ positive attitude and a ‘1st time right’ mentality
- Flexible in working hours, 8:00 – 18:30 on weekdays, weekend working and on-call on a rota basis
- Fluent in English and local Village language, any other European language would be beneficial
Key competencies at Your level The Bicester Collection has developed a competencies framework that supports career path and it’s defined at 3 levels, individual, managerial and leadership level. In this role, at the individual level, the key competencies are:
- Be Action-Oriented - Grab opportunities and challenges with enthusiasm, speed and a sense of urgency
- Be Resilient - Bounce back successfully from difficult situations
- Be Tactful and switched on about relationships - Build trust and bond with diverse groups of people
- Build Trust - Earn trust through authenticity, honesty and integrity
- Foster Collaboration - Build partnerships and work collaboratively with others to achieve results
- Guest-Centricity - Deliver guest-centric solutions in line with The Bicester Collection’s vision and mission
- Handle Complexity - Make sense of multifaceted, contradictory and high-quality information to solve problems
- Manage Ambiguity - Effectively deal with unclear situations
- Show Adaptability and Agility - Demonstrate flexibility in your approach to tackle and solve business challenges
- Show Self-Awareness - Proactively gather feedback to build a true picture of your strengths and areas for improvement
